Service failure recovery in China
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 August 2004
Abstract
In the hotel industry, exceptional service failure recovery is a key determinant of customer satisfaction and loyalty. Western‐based hotel corporations should adapt their failure recovery training programs for their properties in China. Adjustments are necessary because of differences in cognitive processing. Modifications are also required due to various Chinese cultural characteristics.
Keywords
Citation
Magnini, V.P. and Ford, J.B. (2004), "Service failure recovery in China", International Journal of Contemporary Hospitality Management, Vol. 16 No. 5, pp. 279-286. https://doi.org/10.1108/09596110410540249
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited